Kenya Power Announces Token Service Breakdown After Hacking Claims: "We're Experiencing System Hitch"

• Kenya Power and Lighting Company (KPLC) customers experienced problems purchasing tokens via USSD and M-Pesa
• KPLC acknowledged delays in the prepaid service, citing technical hitches in the system due to network breakdown
• Kenyans had raised concerns over the system hacking claims, following cyber attacks on the government E-Citizen services

Kenya Power and Lighting Company (KPLC) has confirmed a system breakdown on its paid electricity token services.

This followed concerns raised by Kenyans over delays in the payment service involving both M-Pesa and USSD code *977# on Thursday, July 27.

Third-party KPLC token service providers

The utility firm said its network broke down, affecting the service delivery, assuring customers that is resolving the matter

"We are experiencing a system hitch due to a network breakdown from our service provider. Consequently, some of our services, such as the purchase of prepaid tokens through M-Pesa and USSD Code *977# are unavailable," KPLC said in a customer notice.

Kenya Power urged prepaid customers to purchase the tokens via banking halls, Airtel Money, and authorised banks.

Airtel Kenya partnered with Kenya Power to allow customers to purchase electricity tokens with zero transaction charges.

The agreement allowed power consumers purchasing tokens via Airtel Money to enjoy the privilege for the next six months.

In May 2023, KPLC customers experienced similar problems in the purchase of electricity tokens.

The utility firm acknowledged the issues raised, citing a technical hitch in its bill payment systems.

Kenya Power Information and Communication Technology (ICT) team resolved the problem, sending undelivered tokens to affected customers within an hour.

Cyber attacks on government services

There have been claims that the Kenya Power token systems were hacked, but the company did not allude to any.

Kenyans also raised concerns over E-Citizen system delays and service breakdowns one month after the government onboarded over 5,000 services on the platform.

ICT Cabinet Secretary Eliud Owalo revealed that there was a hacking attempt but did not confirm who the attackers were.

"That is not strange to me because cyber attack is predominant the world over. We cannot stop digitising our records and services because we are risk averse," said Owalo.